USAN is a company that specializes in providing end-to-end design, integration, and deployment services for Amazon Connect, the cloud-based contact center offering from AWS. Our services are designed to deliver tangible business benefits with rapid deployment, as we have a track record of migrating legacy environments to Amazon Connect 30% to 50% faster than traditional deployment methods.

Our Professional Services bundle includes all the necessary steps, tasks, and actions required for a successful Amazon Connect implementation. This bundle covers discovery, design, build, deploy, full QA, user acceptance testing, and production warranty support. We provide experienced Amazon Connect Business Analyst and Technical Consultants to work with both business and technical resources to walk through IVR Routing/ACD requirements and business objectives.

During the design phase, we design flexible and configurable contact flows to be fully customer managed with easy-to-update/deploy tools based on customer requirements identified during discovery. We also provide clear call flow routing Visio diagrams documenting all contact flows and configuration options to be approved by the customer before development.

Our Design/Development options include setting up USAN's Connect Configuration Manager toolkit, which allows customers to dynamically update, track, and deploy a wide range of available IVR Flow/Queue/Agent configuration settings. We can also provide custom configurations for 800/DID greeting messaging/product queue routing that are configurable by the customer. USAN can build out any customer intro routing menus and sub-menus required. We will also set up and deploy "flexible" menu and routing configurations, which allow business owners to dynamically change menu options and routing using the Connect Configuration Manager tool. We can set up any required "Screen Pop" attributes to be passed to the customer service agent desktop.

Leveraging Connect Configuration Manager, we can provide Connect non-native Queue Management services, including callback, voicemail, retainer prompts, queue overflow, unmanned actions, and holiday hours. USAN can also provide Connect non-native Agent Management services, including voicemail, agent directory services, and agent personal queue. Additionally, we offer full setup of up to 50 Agents, 5 routing agent profiles, and up to 10 queues. The solution will be provided and deployed to up to three customer Amazon Connect environments (Development, UAT, Production). We also provide complete USAN QA certification and testing.

Our Professional Services bundle comes with an assigned USAN Project Manager for the full life cycle of discovery, development, UAT acceptance, and production warranty. We will provide all Visio flows, development & user guides for Connect Configuration Manager, and handoff of developer to developer walk thru of the solution. We also deliver Connect Configuration Manager training for both developers and supervisors/business for Adds/Moves/Updates to configurations.

We offer optional professional services at an additional charge based on discovery. These include complete setup of all Agents/Queues required for day 1 production, fully managed AWS Connect services, Dev/OPS consulting for security, best practices, and enterprise single sign-on services, full outbound dialer with campaign management, blended inbound/outbound agents, IVR Self-Service contact flows with full CRM host integrations, self-service bots for web/IVR/agent-assisted task completion, custom reporting and dashboarding, and Contact Lens - Discovery / Configuration / Custom Dashboards for enabling Amazon Contact Lens with business categories.

The pricing for our Amazon Connect Contact Center Launch is $100,000, and customers can reach out to us for support through our website or via email. Our services empower self-management and change for Contact Center business managers, and our Professional Services IP, including toolkits and integration connectors, accelerate Amazon Connect implementations by 35-50%. Faster deployments mean faster time to value.